Saybrook Country Barn, Inc.

Review: Actually my complaint involves customer service, product, and sales. We were treated very poorly after purchasing a custom recliner from Saybrook country barn. the chair company is American leather, also known as comfort recliner. the floor model in the store felt comfortable enough for my husband who's on the tall side and needs neck support for TV viewing. when we received our chair,the fabric was stiff, the body of the chair is extremely firm,there is no lumbar support, and it is difficult to put the foot rest down... no one sits in this chair -it is that uncomfortable. We had a representative from the manufacturer come to the house. He obviously disagreed with everything I said. Apparently, my husband is the only person who is supposed to sit in this chair and find it comfortable.He does not. We have tried "breaking it in" per their suggestion. It doesn't help. There is no lumbar support for either of us, and we end up with a sore back after trying to sit for a while. Pushing down the footrest is difficult both for me and my husband with 2 knee replacements. Bottom line - we are thoroughly disappointed and have made this very clear to both companies. People tell us [redacted]'s or Raymoor & Flanigan would have taken the chair back simply to keep good customer relations. Guess we should have shopped there and gotten a better and far less expensive product AND good customer service! In addition to all this, the saleswoman had overcharged us by $600!! The only way it came to our attention was by researching the product online, to try and get some satisfaction AFTER we had received and paid for the chair!We will never shop at Saybrook country barn again, and advise anyone reading this not to purchase the "American Leather Comfort Recliner". It is anything but comfortable. While it may seem ok in the store, our finished product was not the same. They have not worked out the kinks yet. there are plenty of comfy recliners out there - choose another!

Product_Or_Service: Brayden comfort recliner

Order_Number: FXXXXXX

Desired Settlement: DesiredSettlementID: Refund

We would like them to pick up this chair ( perhaps they could donate it to a charity), and refund our money.

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

Date 5/10/13

Revdex.com, Inc.

Complaint Activity

Case # XXXXXXXX

The customer ordered a recliner from the Saybrook Country Barn on December 20, 2012 and took delivery February 6, 2013. The customer signed and dated our sales agreement indicating the recliner was received in good condition at the time of delivery.

The customer special ordered her recliner over the phone and received a copy of the order in the mail shortly after making her deposit. The customer confirmed receipt of her sales order by returning a signed copy. Upon delivery, the customer signed that the recliner was received in good condition. A month after delivery, the customer emailed their salesperson regarding a price error of $600 and said the recliner was too firm and uncomfortable. The salesperson immediately looked into the pricing and put in motion a refund for $638.10, which have been cashed. The salesperson continued to coach the customer on the specifics of the recliner purchased and invited her back into the store for another demonstration. There are tension adjusters on the base of the back of the chair to accommodate individual needs. The Comfort Recliner also features a gas cylinder-assist footrest and two-way headrest. The Comfort Recliner is offered in four sizes to provide personalized comfort, based on height, weight, and personal preferences. The customer and her husband are not the same height and weight and also have different needs. As a customer courtesy, the Saybrook Country Barn scheduled a service in the customer's home with our service technician and a representative from the manufacturer to examine the chair for abnormalities. Both the representative and service technician determined that the recliner was up to standards. As stated on our sales contract signed by the customer, special orders are non-returnable.

The Saybrook Country Barn values its customers and reputation for high quality merchandise. All merchandise is inspected by the manufacturer, upon arrival to the store, and again prior to delivery. Ms. [redacted] received the Comfort Recliner she ordered and signed the sales order under our terms of contract. The Saybrook Country Barn does not approve a return for her special order and will not refund any additional charges to the customer.

Consumer Response /* (3000, 7, 2013/05/19) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Granted when the contract was sent to me in the mail I immediately signed it and sent it back I was trying to expedite the order as we had already given this decision careful consideration. when it was delivered, I signed off to the delivery men because the chair was in good physical condition and I did not see any flaws. my husband was not at home to sit in the chair and try it out. however I've never heard of a piece of living room furniture that is custom-built for only one person's use!

It is unfortunate that Country barn Does not standby customer satisfaction guaranteed the last Guest we had told me the Arms felt very hard And she could feel the wood right through the material this was unsolicited this was one of the problems I had mentioned and the representative had said you don't sit on the arms unfortunately this is just been a bad all around experience and we have a Chair that no one uses

Business Response /* (4000, 9, 2013/05/31) */

Date 5/31/13

Revdex.com, Inc.

Complaint Activity

Case # XXXXXXXX

Saybrook Country Barn made a good faith effort to resolve the customer's complaints. Saybrook Country Barn refunded the customer $638.10, due to a pricing error. Our salesperson coached the customer through the chair's features and invited her to come back to the store for a thorough demonstration. Our service technician and a representative from the manufacturer inspected the customer's special ordered recliner in her home. The recliner is not defective and does not display poor workmanship. This Comfort Recliner is an example of American-made, high quality furniture that the Saybrook Country Barn provides its customers. The Saybrook Country Barn does not approve a return and will not refund any additional charges to the customer. Saybrook Country Barn took the necessary steps to review the customer's concerns.

Consumer Response /* (4200, 11, 2013/06/06) */

(The consumer indicated he/she DID NOT accept the response from the business.)

There was never a question of the workmanship of this chair. It is, in fact, very sturdy and would probably (and unfortunately) last us a lifetime. My complaint is with the comfort (hard,unpadded, and unsupportive in the lumbar region, AND with the customer service we received. The latter is the very reason we reached out to the Revdex.com! This was BAD business!; from the excessive overcharge to the response of any of the individuals we spoke with afterward, who never took any resposibility to make us happier customers.

This "new" chair needed a focus group - it obviously wasn't tested long enough. I repeat,while it is "well put together", it has a number of flaws where comfort is concerned. Visiting the store again would not have changed this fact.